Managing Contacts and Users in the Provide™ portal

A guide for Provide™ portal Administrators.

Cloud Direct set up a primary contact, within the customer or IT partner organisation, as a Provide™ Admin user. The Provide™ Admin can then assign Admin or User access to colleagues in the organisation, and grant permissions to access some or all of the features. Designated Provide™ Admin users at customer and IT partner level can:

Important:
Contacts are identified by the Customer Admin as Validated or Not validated. Validated contacts are trusted by Cloud Direct and will be given full access to the customer account if they contact Cloud Direct. For further information, see, Validating Contacts or Provide™ portal Users.

This article explains how to carry out each of these management tasks.

Note:
For details of how to arrange IT partner access to a Provide™ customer portal, see Cloud Direct knowledge article, KB0010806, Arranging IT partner access to a Provide™ customer portal.

My contacts

Contacts and Provide™ portal Users are managed from the Contacts page within the Provide™ portal. The Contacts page provides a list of contacts within a company and also, if applicable, your IT partner contacts. Contacts may, or may not be, Provide™ portal Users.

Accessing the Contacts page

To access the Contacts page, proceed as follows.

  1. In the Cloud Direct menu bar, click MY ACCOUNT, and select the My Contacts option.

The Contacts page opens.

The Provide™ Administrator has access to a column in the Contacts table, which is not visible to standard Users. This column contains icons that enable an Administrator to add, remove, or edit Contacts and Provide™ portal Users.

There are six possible icons that may appear in this column.

Icon

Indicates…

 

Add this entry as a Provide™ User.

 

Remove this entry as a Provide™ User

 

Edit this Provide™ Contact

 

This icon shown against the currently logged in name. You cannot modify your own account.

 

Validate this Provide™ Contact.

 

Permanently remove this User from the Contact list.

Important Security Note:
Responsibility for access control within a customer or IT partner account in the Provide™ portal remains with the customer or IT partner Admin. Take care when granting access permissions, and in particular when granting Admin rights to new users

Note:
A Super Admin user level exists within Cloud Direct, with privileges in excess of those granted to direct customer Admins or IT partner Admins. The role of the Super Admin is beyond the scope of this article.

 

Creating new Contacts or Provide™ portal Users

A new Provide™ portal User may be created as part of the new Contact creation process, or added from an existing Contact. These two options are described below.

Creating a new Contact or Provide™ portal User

From the Contacts page, to create a new Contact, or Provide™ portal User, proceed as follows.

  1. Click Create contact.

The CREATE NEW CONTACT page opens.

  1. On the CREATE NEW CONTACT page, enter details as required.
  2. If the new contact is also to be a Provide™ portal User, then click the Provide portal user On/Off switch to the On position. When the Provide portal user On/Off switch is switched to the On position, a number of further options appear, that enable access rights to be set for the new Provide™User.

  1. If the new Provide™ portal User is designated to be an Admin for the customer account, then click the Administrator On/Off switch to place the switch in the On position, otherwise leave this in the Off position.
  2. If the new User is not designated to be an Admin, then select required access rights by clicking the appropriate On/Off switches in the Access rights granted section.

Note:
When the Administrator switch is in the On position, then all access rights are granted to the new user regardless of other switches in the Access rights granted section. The Access rights granted section applies only to non-Admin users.

  1. Click Create contact.

 

Creating a Provide™ portal User from an existing Contact

To create a Provide™ portal User from an existing Contact, proceed as follows.

  1. From the Contacts page, in the list of contacts, identify the name of the new Provide™ User.

  1. Click on the Add User icon , located in the far right column of the required Contact entry.

The ADD CONTACT AS PROVIDE USER window appears.

  1. If the new User is designated to be an Admin for the customer account, then click the Administrator On/Off switch to place the switch in the On position, otherwise leave this in the Off position.
  2. If the new User is not designated to be an Admin, then select required access rights by clicking the appropriate On/Off switches in the Access rights granted section.

Note:
When the Administrator switch is in the On position, then all access rights are granted to the new User regardless of other switches in the Access rights granted section. The Access rights granted section applies only to non-Admin users.

  1. Click Add contact.

The new User is added to the Provide™ portal, with appropriate access permissions, and a confirmation window appears.

  1. Click OK.

The Contacts page re-appears. The PROVIDE column shows Yes against the required Contact to indicate new Provide™ User status, and the icon in the far right column is replaced by icons, indicating that this User may now be edited or removed.

The following emails are automatically sent from the Cloud Direct Provide™ portal.

To

Message

Comment

New user

Welcome! New user on our Provide™ portal.

Message contains access details, and prompts the user to set a password for the new account.

Primary user

Information - User created on Provide™ portal

Informs the Primary User that a new user has been added to the Provide™ portal.

 

Editing Contacts or Provide™ portal Users

The Provide™ Administrator may edit a limited number of Contact details. If the Contact is also a Provide™ portal User, then the Administrator may also edit User details.

Editing Contact details

  1. From the Contacts page, in the list of contacts, identify the name of Contact to be edited.

  1. In the far right hand column of the table, click the appropriate Edit icon .

The AMEND CONTACT window opens.

  1. The Contact's Name, or Email address cannot be changed directly from this window, but a request for change can be made. To change the Contact's Name, or Email address, click the appropriate request change, then follow the steps below.

Change Name

To change the Contact's Name,

  1. Click the request change link next to the Name.

The CONTACT NAME CHANGE REQUEST window opens.

  1. Enter the New first name, New last name, and Reason for change.
  2. Click Create contact name change support ticket.

Change Email

To change the Contact's Email details,

  1. Click the request change link next to the Email entry.

The CONTACT EMAIL CHANGE REQUEST window opens.

  1. Enter the New email address, and Reason for change.
  2. Click Create contact email change support ticket.

An information window appears confirming that a ticket has been created to action your request.

  1. On the AMEND CONTACT page, to edit the Contact's Phone or Mobile number, simply enter the new details and click Amend contact.

A message appears confirming that the details have been updated.

The Contacts page re-appears. If the Phone or Mobile details have been changed then these will be immediately visible.

Editing Provide™ portal User details

Editing a Provide™ portal User or Provide™ Admin involves modifying that user's access rights. To edit an existing User or Admin, proceed as follows.

  1. From the Contacts page, in the list of contacts, identify the name of Provide™ portal User to be edited.

  1. In the far right hand column of the table, click the appropriate Edit icon .

The AMEND CONTACT page appears, showing Contact details and additional Access rights granted to Provide™ portal Users..

  1. If the User is designated to be an Admin, then click the Administrator On/Off switch to place the switch in the On position, otherwise leave this in the Off position.
  2. If the User is not designated to be an Admin, then select required access rights by clicking the appropriate On/Off switches in the Access rights granted section.

Note:
When the Administrator switch is in the On position, then all access rights are granted to the new User regardless of other switches in the Access rights granted section. The Access rights granted section applies only to non-Admin users.

  1. Click Amend contact.

The user access rights have changed, and a confirmation window appears.

  1. Click OK.

The following emails are automatically sent from the Cloud Direct Provide™ portal.

To

Message

Comment

User

Your access has been modified on our Provide™ portal

Message contains old access details, and newly modified access details

Primary user

Information - Access modified on Provide™ portal

Informs the Primary User that a Provide™ portal user has had access rights modified.

 

Validating Contacts or Provide™ portal Users

Contacts are identified by the Customer Admin as Validated or Not validated. Validated contacts are trusted by Cloud Direct and will be given full access to the customer account if they contact Cloud Direct. Provide™ portal Users are either Validated or Not Validated Contacts and, for validation purposes, treated as any other Contact.

To validate a Contact, proceed as follows.

  1. From the Contacts page, in the list of contacts, identify the name of Contact to be validated.

  1. In the far right hand column of the table, click on the Validate contact icon , located in the far right column of the required Contact entry.

The Confirm window appears.

  1. Click OK.

A confirmation message appears, indicating that the user has now been validated.

Click OK.

The Contact has now been validated.

 

Removing Contacts or Provide™ portal Users

Contacts may be removed permanently from the Contacts list.

Provide™ portal Users may be removed as Users from the portal, but remain as Contacts on the Contacts list, or be removed from the Contacts list, as required.

Permanently removing a Contact from the Contacts list

To remove an existing Contact, proceed as follows.

  1. From the Contacts page, in the list of contacts, identify the name of Contact to be permanently removed from the Contacts list.

  1. In the far right hand column of the table, click the appropriate Remove icon .

A Confirm window appears asking if you really want to remove this Contact.

  1. Click the On/Off switch to indicate if the customer no longer works for the company, then click OK.

The Contact is removed, and a confirmation window appears.

  1. Click OK.

The Contacts page re-appears, and the Contact is no longer present on the list.

Removing a User from the Provide™ portal

To remove a User from the Provide™ portal, proceed as follows.

  1. From the Contacts page, in the list of contacts, identify the name of User to be removed from the Provide™ portal.

  1. In the far right hand column of the table, click the appropriate Remove icon .

A Confirm window appears asking if you really want to remove this PROVIDE user.

  1. If the User is also to be removed from the Contacts list, then click the On/Off switch to the On position. If the User is to remain on the Contacts list then leave the On/Off switch in the Off position.
  2. Click OK.

The User is removed, and a confirmation window appears.

  1. Click OK.

The Contacts page re-appears, and the required changes may be seen.

If the User is to remain on the Contacts list as a Contact, then the following email is automatically sent from the Cloud Direct Provide™ portal.

To

Message

Comment

User

Your user has been disabled on our Provide™ portal

User is unable to access the Provide™ portal until enabled by an Admin.